Improved clarity and transparency in client communication for a “Big 4” accounting firm
CHALLENGES
Consultants in a specific Tax Services Group at Ernst & Young gather and disseminate highly technical financial information in order to share tax implications with clients.
In their writing to clients and colleagues, they tended to dive into details and spin information rather than articulate a clear executive summary. Clients reported that they perceived the consultants' final work as excellent, but communication was weak.
Many of the consultants were non-native writers.
SOLUTIONS
This training for consultants was conducted in full-day onsite seminars in Dallas. Ernst & Young participants learned to craft succinct extraction statements focused on audience needs and containing organized, appropriate content. Consultants reduced jargon and replaced it with concise, clear, and correct language.
This was highly customized training based on our Executive Summary Writing and Technical Report Writing courses. Elements of our Regulatory Writing course were also included.
OUTCOMES
Highly technical financial information better understood
Clients who are not as highly technical as EY Tax Consultants received understandable information that clearly conveyed the most important implications.
25% time reduction
Participants reported spending 25% less time writing client documents.
Testimonial from an Executive Director about training
"This is a highly technical team, many of whom are non-native writers. Client documents are greatly improved."